The importance of measuring customer satisfaction often goes unnoticed in the travel industry, but it can be the difference between gaining repeat customers or being a one-time attraction, and are very effective way of getting insights on how to improve. Surveys are a great way to gather accurate feedback from guests and improve on areas of weaknesses.
However, not all surveys are created equal. In this article, we’ll take a closer look at some of the best customer satisfaction email survey examples, their purpose, and how to implement them especially if you are starting from scratch.
The key to creating an effective survey email is personalization. The email should be tailored to the guest and at the same time, not feel automated. Make sure the subject line and email copy stand out from all the other emails in their inbox.
Jane is a travel blogger who writes extensively about her travel experiences. As a frequent traveler, she receives countless emails in her inbox, and most go unnoticed. One day, she is pleasantly surprised to see an email that starts with “Hey Jane, we’d love to hear about how your recent safari went.” This grabs her attention right away and increases the chances of her opening and completing the survey.
The timing of a survey email is crucial. Too soon, and the guest will not have enough material to give feedback. Too late, and the experience will be forgotten, and the feedback will not be accurate. The best time to send out a feedback request is shortly after the experience or trip, but also leave some buffer space in case the guest needs extra time.
Mike and Alexandra have just finished their bucket list hot air balloon ride. As soon as they land, they receive an email from the tour company asking how their experience was. They fill out the survey while the experience is still fresh in their minds, which leads to a more accurate reflection of the experience.
The best way to get a high response rate is to keep the survey questions brief and straightforward. Avoid asking too many questions, keep it concise, and have open-ended questions where applicable, so guests can express themselves adequately.
Samantha just got back from a city tour that lasted half the day. She receives an email asking her how the experience was. The survey’s first question was, “On a scale of 0-10, how likely are you to recommend our city tour to a friend?” The question is concise and can be answered quickly, which increases the chances of a response.
Enticing the guest with a discount, voucher, or upgrade will make the survey request more attractive. A small incentive can increase the response rate and show customers that their feedback is valuable.
After Melinda purchased tickets to a popular attraction in Hawaii, she received an email asking her to rate her experience. However, the survey had a twist. At the end of the survey, she was asked if she’d like to receive a 10% discount on her next purchase. This small incentive was enough to encourage Melinda to fill out the survey.
The use of gamification methods, such as inviting customers to participate in a reward program, can go a long way in promoting customer satisfaction. These programs can be created to promote repeat business, incentivize customer feedback, and increase customer referrals.
As part of a guest loyalty program, Emily receives an email asking if she would be interested in joining a rewards program. Emily is immediately intrigued and signs up after reading the email’s creative campaign. After booking her second trip with the tour company, Emily receives a 20% discount on her third adventure.
For guests who may find it difficult to answer open-ended questions, multiple-choice questions can be a great alternative. The questions are brief, clear, and the answers are straightforward, which becomes a great solution for all customer feedback groups.
John recently went on a volcano tour in Hawaii. After returning home, he receives an email asking him to rate his experience. The survey consists of a combination of multiple-choice questions and an open-ended question to ensure John can comfortably provide his feedback.
Making sure the survey is accessible on all mobile devices is crucial. Nowadays, customers are more likely to use their cellphones, and ensuring the surveys are mobile-friendly increases their chances of providing feedback.
After going on a whale watching tour in Iceland, Tim receives an email survey request. As someone who is always on-the-go, Tim prefers accessing emails on his cellphone. The survey is easily accessible on his phone, which means he can provide feedback on the go.
Sending a follow-up email thanking the customers for taking the time to fill out the survey is crucial. It shows that their feedback is appreciated and that it will be put to good use.
Tara has just completed a survey on her recent hot springs tour. A few days later, she receives and email with a coupon as a symbol of their gratitude for the time they took to provide the thoughtful feedback.
SurveyMonkey is a popular online survey tool that allows you to create and send surveys to your customers via email. It has a variety of survey templates and question types to choose from, making it easy to create customized surveys that meet your needs.
Google Forms is a free survey tool that allows you to create surveys and collect responses from customers. It is easy to use and offers a range of question types, including multiple choice, checkboxes, and dropdowns.
Typeform is one of our favorites, and is a user-friendly survey tool that allows you to create interactive surveys with a variety of question types. It has a modern and visually appealing design that can help increase response rates.
Qualtrics is a powerful survey tool that allows you to create and distribute surveys to your customers via email. It offers advanced features such as skip logic and branching, allowing you to create complex surveys that can provide valuable insights.
SurveyGizmo is a flexible survey tool that allows you to create surveys with a variety of question types and customization options. It also offers integrations with other tools such as Salesforce and Google Analytics, allowing you to easily analyze your survey results.
Customer Satisfaction Survey Emails are a powerful tool, but sometimes starting from scratch is difficult and time consuming. Hopefully this guide has provided you with the reasoning, the examples, and the tools to use to get the most out of your Customer Satisfaction campaign.
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